Telesales Manual - Travel (July 2008)[1][1]

TELESALES

TELESALES

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Table of ContentsTELESALES ..............................................................................................1 ..............................................................................................................................................................2 MODULE 1 INTRODUCTION TO EFFECTIVE TELESALES ........................................................................................3 Lesson 1 World-Class Salespeople .....................................................................................................3 Lesson 2 - Steps of the Telephone Sales Process....................................................................................7 MODULE 2 OPENING THE CALL......................................................................................................................8 Lesson 1 Greet and Capture the Members Attention..........................................................................8 Lesson 2 Building Rapport................................................................................................................13 Lesson 3 Quality of Voice..................................................................................................................18 MODULE 3 INFORMATION GATHERING...........................................................................................................20 Lesson 1 - Formulating the Right Plan: Asking the Right Questions...................................................20 Lesson 2 Listen and Paraphrase......................................................................................................25 MODULE 4 - THE PRESENTATION.....................................................................................................................28 Lesson 1 - What is a Feature?..............................................................................................................28 Lesson 2 - What is a Benefit?...............................................................................................................30 Lesson 4 Organizing the Plan...........................................................................................................35 Lesson 5 Present, Dont Sell..............................................................................................................41 MODULE 5 OBJECTIONS..............................................................................................................................46 Lesson 1 Responding to Objections...................................................................................................46 Lesson 2 The Ledge...........................................................................................................................50 MODULE 6 - CLOSING THE SALE.....................................................................................................................52 Lesson 1 Closing the Sale.................................................................................................................52 Lesson 2 Call Wrap-Up.....................................................................................................................56

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Module 1 Introduction to Effective TelesalesYour ultimate goal as a successful salesperson is to be consistent and to approach each call with your very best performance. Applying new approaches and techniques, identifying what works best, will assist you in building stronger skills and developing productive habits. As a successful salesperson you take personal responsibility for your actions and the outcomes. Think about what you are doing and focus on what you can do differently in order to be more successful. Also, as a successful salesperson you constantly do what is necessary to elevate yourself above the normconcentrating on innovative ways to enhance your sales skills and meet your personal goals. The key to making a positive change in your sales transactions is to identify an area in the process you want to strengthen, then practice it over and over and over again until you achieve your goals. Embracing the new approaches and techniques presented during this Retreat will give you a renewed sense of motivation towards your position as a telesales professional. Lets get started and have fun learning how to successfully approach the sales process and increase your personal sales goals!

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Lesson 1 World-Class SalespeopleModule Description This module is designed to educate service center advisors on the common traits World-Class salespeople share. Gaining an understanding of these traits will assist advisors in changing their sales strategy to increase their transactions. Module Objectives Upon the completion of this module, service center advisors will be able to: Identify traits of World-Class salespeople and determine if they possess the traits

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World-Class SalespeopleAccording the research conducted by Stephan Schiffman, a nationally recognized sales consultant, world-class salespeople share many of the same traits. As you participate in this course, keep the traits in the back of your mind. Take a few moments to assess where you rank yourself on applying them in your sales activity. If you currently dont have the traits, not to worry, that is why you are here!! If you have them, GREAT, this course will help you refine them. Either way, you are sure to find techniques you are already using, as well as new techniques you can immediately apply when you return to the floor. So, take a look at the list below, and see how you stack up with your world-class peers!!

1._____________________________________________________These reps know that interest is measured by commitment.1 These advisors know that each step done correctly will lead them to the next step until they are able to close the sale.

2._____________________________________________________Superior salespeople dont get sidetracked by what they imagine the other person needs. Instead, they focus on learning everything they can about what other people doand they they try to find ways to help people do what they do better.2

3.______________________________________________________ 7. 8.Superior sales performers are not taken by surprise. They know how to handle the obstacles that come their way, and they prepare effective turnarounds that they deliver quickly and confidently.3

4._______________________________________________________Truly world-class salespeople realize that a certain number of no answers are what make any yes answer possible. That means each no answer is worth money! Superstars identify1 2 3

Schiffman, S. (2003). Telesales. Massachusetts:Adams Media Corporation. Schiffman, S. (2003). Telesales. Massachusetts:Adams Media Corporation. Schiffman, S. (2003). Telesales. Massachusetts:Adams Media Corporation.

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their own personal ratios and start counting the no answers as they collect them4

5.________________________________________________________Top salespeople understand that the quality of the information they receive gets better as their relationship with any given contact gets older. They understand the necessity of verifying everything theyve learned from a contactbefore making a formal presentation.5

6._________________________________________________________Superior salespeople realize that bringing the manager into the call or connecting with the technical people is an excellent way to continue a relationship with a prospect.6

7.________________________________________________________World-class salespeople are always on the lookout for new ways to improve themselves. Their attitude is simple: If they get just one idea they can implement profitably from a book, tape, or training program, they come out ahead of the game.7

8.________________________________________________________Superstars begin with the simple, unshakable assumption that they know what theyre doing and theyre in a better position to help their customers than anyone else.8

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Schiffman, Schiffman, Schiffman, Schiffman, Schiffman,

S. S. S. S. S.

(2003). (2003). (2003). (2003). (2003).

Telesales. Telesales. Telesales. Telesales. Telesales.

Massachusetts:Adams Massachusetts:Adams Massachusetts:Adams Massachusetts:Adams Massachusetts:Adams

Media Media Media Media Media

Corporation. Corporation. Corporation. Corporation. Corporation.

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Lesson 2 - Steps of the ProcessModule Description This module is designed to advisors the steps of the Module Objectives Upon the completion of this advisors will be able to: Identify the steps of the

Telephone Sales

educate service center telephone sales process.

module, service center telephone sales process

Telephone Sales Process Get ready to learn what a good sales performance looks like and sounds like, day after day. Guess what? Its not luck, its not getting the right breaks, and its not having a silver-toned Hollywood voice. The key to superior performance is to understand and manage the sales process. Selling over the telephone is really a series of steps, each of which sets you up for the next. If you dont lead your member through the steps with you, you wont make a sale. Your trainer will go over each step, please write down the steps below.

NOTES

Module 2 Opening the CallLesson 1 Greet and Capture the Members Attention

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Module Description This module is designed to educate service center advisors how to greet and capture the members attention so that they can move the call to the information gathering step of the sales process.

Module Objectives Upon the completion of this module the service center advisors will be able to: Greet and capture the member's attention on every call.

Completing your sales transaction.S t e p

Closing the Call

Presenting your recommendation and offering a reason to continue business with us.S t e p

Presentation 4

Interviewing the member to formulate a plan that makes sense.S t e p

3 Information Gathering

Greeting the member and opening the call by branding Interval and introducing yourself.

S t e p 1

Opening 2 the Call

Make a good first impression you wont get a second chance.Now we are ready to begin our trip. After we start the car, the first step is backing out of the driveway or: Opening the call. Opening the call is the beginning of your member contact. This is when you greet the member and capture their attention. To greet and capture the members attention, you should:

Identify yourself and the company in a friendly andprofessional manner. Show a willingness to help.

Capture the members attention by using their name. Modify your tone of voice and let the member hear yousmile.

Build rapport with the member by showing that you respect the members time andare interested in their reason for calling.

Thank you for calling Interval Internationals Member Services Department. My name is ___________________. How may assist you today?

What messages are we trying to convey in the greeting?

That Interval International advisors are polite, friendly and eager to help That we approach each call as an opportunity to build and strengthen the relationshipwith the member

That we want to meet the needs of the member That we are excited and enthusiastic to help the memberNOTES

The opening statement impacts the success of the entire call. A confident, enthusiastic opening gives the member a positive impression of you and of Interval International. In order for you to be successful and the member to have a positive experience, the opening of the call must be handled in the utmost professional and courteous manner.

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To increase the chances in getting through to members and getting off to a confident start, an advisor must project a confident attitude. Here are some other pointers to get you off to a good start:

Slow down your speech. If you rush, the member will want to rush too! Use positive language. Think of an interesting approach. Start with a fact that will interest the member. Ask the member a question to engage him or her in the conversation. Refer to new changes in your products or services, or introduce a new product orservice. What should your demeanor at the beginning of the call establish? Trust the member needs to know your confidence level so they will feel confident that you are able to help. Another important question; if the member gets on the phone and begins to ramble before you have a chance to greet them properly, what should you do? You should let the member speak and get to the end of their thoughts. Do not interrupt them by asking for their membership number or any other initial questions until they have finished expressing what they want to say.

Your voice is your only tool to make a positive initial impression one that instills respecting the member. We want to ensure that the member knows that we have their best interest at heart. What might you say after your greeting?

Ill be happy to assist you with that. May I have your membership number please? Thank you. And to whom do I have the pleasure of speaking? Thank you Mr. Roberts. It will take a few moments for me to retrieve your information. May I ask you to please verify the e-mail address you have on file with us?Ill be happy to assist you with that Mr. / Mrs. _________________________

How does building rapport at the beginning of the call assist you in the long run? It communicates to the member that you are interested in placing their needs and desires first and foremost while assisting them. This is where you build the foundation for the members trust in you and Interval International. Setting the right tone at the beginning of the call is extremely important and will prove to be very effective in moving the call to the next step of the sales process.

NOTES

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Lesson 2 Building RapportModule Description This module is designed to educate service center advisors how to build rapport with the member and move to the next step of the sales process. Module Objectives Upon the completion of this module, service center advisors will be able to:

Define rapport Identify the behaviors that will build rapport with the member Create techniques to continue the rapport building process throughout eachcall in order to move to the next step of the sales process


Closing the Call


Presentation 4

Interviewing the member to formulate a plan that makes sense.

Information S t Gathering

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S t e p 1

Opening 2 the Call

e p

The only thing your competition cant steal from you is the relationship your people have with your customers. ~Ken Blanchard~Building Rapport Did you ever meet someone with whom you just clicked? How comfortable did you feel with that person? Did you trust them? What does it mean to build rapport? ________________________________________________________________________________________ ________________________________________________________________________________________ __________________________________________________________________________________ Once a connection has been made, the member will relax and trust you to handle their call appropriately. This, in turn, creates an overall positive call experience. When people build rapport, they speak the same language, and conversely, a lack of rapport demonstrates that there is no common understanding. Sales research has shown that over 90% of the sales process is based on building rapport. A common phrase in the rapport building process is: People respond in kind. What do you think this means? ________________________________________________________________________________________ ________________________________________________________________________________________ __________________________________________________________________________________ Lets take a look at an example: Suppose you pick up the phone and said to a member very politely: Good morning, this is Advisor Smith, may I ask who Im speaking with? They would probably tell you their name. What if, on the other hand you pick up the phone and said abruptly: This is Interval International, who is this?

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You would likely receive a very different response. Why does that difference exist when you are asking for the same information in both situations? The member will probably take the structure of your question and its tone and turn it right back in your direction by asking whos this? They would feel less inclined to give you their name. The fact is, they are responding in kind to both the structure and the tone of your question. Most often, if you are open, honest and professional, you will receive the same response from the member.

Building Rapport TechniquesHere are a few that you can use to help build rapport on all your calls: 1. ____________________________________ Write down the information given to you from the member. This will decrease the chances of you having to ask the member to repeat themselves, which makes them believe you not listening to them. 2. _____________________________________ Ask questions. People trust you if you are interested in them. When someone pays attention to us we feel safer and less isolated.

The

person who focuses on finding out the customers needs before trying to close the sale will do much better than the person who focuses on the product. 3. _____________________________________ Block out any distractions Block out your own personal thoughts and agendas 4. _____________________________________ Give verbal feedback Use phrases like all right, I understand, Im making note of that right now. Avoid mechanical feedback that sounds routine and insincere 5. _____________________________________

As you are asking the member for information, tell them why. May I have the lastfour digits of your credit card you used to place the request, so that I can verify that the transaction was debited to your account?9 If you have to place the member on hold, tell them why and approximately how long it will take. Be sure to check back with the member every 30 seconds, if possible. 6. _____________________________________

Use the members name during your conversation.

Okay, Mrs. Jones, just to recap, you would like a 2 bedroom unit in Orlando the week of January 23rd, 2009.

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Filek, J. (2002). Get back to the basics: The fundamentals for building rapport with your customer. Impact Communications, Inc. Retrieved August 30, 2007 from http://www.imapctcommunicationsinc.com.

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7. _______________________________________

Although you take many calls a day and you many think you know what the memberis going to say, you may be wrong. Allow the member to speak and DO NOT interrupt them, especially if they are calling about a problem. By allowing them to get it all out you are letting them know you are listening and are truly concerned with their issue and want to help. 8. _______________________________________ Remember that your voice is a truthful indicator of the mood you are in. For example, flat voice says that you are bored or are not interested in your job. A caring tone says that you are interested in the member and are eager to help. Your voice has the power to energize and motivate, persuade and influence. It can project confidence, credibility and trustworthiness.

Most often, how you say it is more important than what you say.a negative tone, sends a negative message. Put a smile in your voice, the member will be able to hear it.

Positive words with

Learning how to build rapport is an art, not a science,10 but you must learn to perfect that art. Becoming skillful in building rapport on every call will allow you to move through the sales process and increase your chances of a successful sales transaction. Building rapport is an ongoing process that is only just beginning early in call. It is important to maintain rapport throughout the entire call.

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Filek, J. (2002). Get back to the basics: The fundamentals for building rapport with your customer. Impact Communications, Inc. Retrieved August 30, 2007 from http://www.imapctcommunicationsinc.com

Lesson 3 Quality of VoiceModule Description This module is designed to educate service center advisors how to adjust vocal quality to exude a professional image to so that they can move the call to the information gathering step of the sales process.

Module Objectives Upon the completion of this module service center advisors will be able to: Adjust vocal quality to exude a professional image on every call


Closing the Call


Presentation 4



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Opening 2 the Call

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In the profession of a telephone sales your voice is your tool of trade. And its a powerful tool at that! Your voice has the power to energize and motivate, persuade and influence. It can project confidence, credibility and trustworthiness. Even if you speak with fifty people a day, your voice has the power to make each member believe that he or she is the sole focus of your attention. When used in a positive way, the power of voice can make a significant difference in the members attitude toward you and Interval International. With a little practice, every one of us has the ability to improve our voice and use it to the fullest extent. The first step is to realize that your voice is made up of a pattern that includes: Tone Inflection Pace Pitch Volume To improve your voice, you have to learn to improve elements of your voice pattern. Tone of Voice Tone of voice is an important aspect of our communication. It could actually mean the difference between a sale or not. Tone carries the message of the speaker. Your tone of voice is a truthful indicator of the mood you are in. Often, other people are more aware of your mood than you are because they hear your voice differently than you do. Read this sentence aloud in a normal voice. Thank you for calling Interval International. Read the sentence again in an angry voice! Sometimes how you say it is more important than what you say. You could be using positive words with a negative tone, and the message received would be negative.

Voice Inflection Read the following sentences giving equal emphasis and expression to each word. Advisor # 1 - The resort is located about five miles from the beach. Now read the same sentence again, giving the primary emphasis to the bolded words. Advisor # 2 The resort is located about five miles from the beach. As your inflection changes, the sentence conveys a different meaning to the listener. Members will draw conclusions about your emotional state when they hear the tone of your voice. Pace If you speak too fast, your customer wont be able to understand you. If you speak too slowly, your customer may become impatient. It is important to match the pace in which you speak to that of the customer. Pitch A moderate pitch with movement upward and downward is most easily understood on the telephone and ensures that you do not sound monotone. Volume Watch the volume in which you speak into the telephone. You should not be so quiet that customers ask you to repeat things, but you should also never shout at them either. Ideally, you should use your normal speaking voice and volume and keep the transmitter about a half-inch from your lips. Grammar Avoid saying yeah, right, uh-huh, what, and saying ok too frequently. Using negative words can verbally turn the member off. Using negative words such as, cant, have to, dont know etc. can have a deep impact on your member and their relationship with you. Focus on what you can do for the customer. Setting a positive tone is vital to a call. Avoid using terms of endearment such as honey or dear, and technical terms associated with the industry (jargon).

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Module 3 Information GatheringLesson 1 - Formulating the Right Plan: Asking the Right Questions

Module Description This module is designed to educate service center advisors on the most appropriate questions to ask the member during the interview process, thus enabling the formation of the next step option to present to the member. Module Objectives Upon the completion of this module service center advisors will be able to:

Define and verbalize Do-based questions Identify the appropriate Do-based questions to ask the member on every callto gather appropriate information to present a plan that makes sense.


Closing the Call


Presentation 4


Information Gathering

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Opening 2 the Call

Successful information gathering depends on effective questioning and knowing the purpose of the question askedIn the four steps of sales process, information gathering is the largest step, and one of the most crucial steps in the process. This is the make-or-break part of the relationship. If you dont do this part right, you will have a difficult time closing the sale. Once you have the reason for the call, you now begin to formulate your questions to be able to present a plan that makes sense to the member. Do-Based Questions Do-based questions help you engage the member in a conversation that gives you the information you need to formulate a plan. What you want to find out from the member is the following:

____________ they do ____________ they do it ____________ they do it ____________ they do it ____________ they do it ____________ they do it with __________________________________This is actually the definition of selling!11 Your ability to focus on the do will likely result in a plan that will cause the member to accept your offer. This information will help you formulate a plan to present an offer that is relevant and makes sense to the member. It is estimated that _______of all sales that are lost, are lost because salespeople fail to understand the do.12 The reality is that members dont buy because of what they need, they buy because it makes sense to do so, based on what they are trying to accomplish at that time.

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Schiffman, S. (2003). Telesales. Massachusetts:Adams Media Corporation. Schiffman, S. (2003). Telesales. Massachusetts:Adams Media Corporation.

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Questioning Techniques How do questions enable us to better service the member?

_____________________________ _____________________________ ____________________________ ____________________________ _____________________________ _____________________________What is the difference between open-ended and closed-ended questions?

A Closed-ended question is used to uncoverspecific information about the members needs. These can be answered with one word or a simple sentence.

An

Open-ended question is used to invite the member to open up and give general information. This type of question should be used when youre looking for a reason behind a problem or the needs of a member. Examples Closed-Ended Questions Do you plan on visiting any theme parks while on your vacation? Which week would you like to confirm, the week in Cancun or the one in Puerto Vallarta? Would you prefer to depart in the morning or in the afternoon? Open-Ended Questions What vacation activities do you consider when selecting a vacation destination, Mr. Olsen? What did you enjoy about the last resort you stayed at? Probing Questions Sometimes, in order to get the true answers of the do-based questions, you will have to ask multiple questions. Probing questions are effective if the answer to an open-

ended question did not supply you with enough information. questions? Probing questions are open-ended questions intended to: Obtain more information Clarify current information Narrow the focus of the conversation Make an extra effort to identify the members needs Examples What was it about that area that you didnt like, Mrs. Jones? Why is it that you will only consider that specific resort, Mr. Jones.

What are probing

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Lesson 2 Listen and ParaphraseModule Description This module will emphasize the importance of active listening, in order to determine the member needs. Module Objectives Upon the completion of this module, service center advisors will be able to:

Define active listening Identify and demonstrate active listening skills during every call Demonstrate the ability to paraphrase the members critical informationduring every call


Closing the Call


Presentation 4


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I like to listen. I have learned a great deal from listening carefully. Most people never listen. ~ Ernest Hemingway ~Being a Good ListenerActive Listening Listening is an active process that requires three basic steps:

1.___________________Hearing simply means catching what the speaker is saying. For example, the member says that they went to Hawaii last year and it had beautiful beaches with different color sand. If you can repeat later that Hawaii has beaches with different color sand, than you have heard what has been said. 2.___________________ After you hear something, the next step is to understand it in your own way. Lets go back to the beaches in Hawaii. After you hear that they contain different color sand, you might think, well what color sands do they have? 3.___________________ After you are sure you understand what the speaker has said, think about whether or not it makes sense. Do you believe what you heard? You might think, How could Hawaii have different color sand? But then again, I have heard that volcanoes create blacksand beaches. So, that statement is believable. Active listening takes concentration, effort and the ability to put your own agenda aside, for the moment, so you can understand the other persons viewpoint. Remember, effective salespeople let their ears do the talking! Never Assume. Get the facts! Dont jump to conclusions before you feel you have all the facts needed to make a decision. Listen for main ideas. These are usually the most important points the speaker wants to get across. Dont base a decision on incomplete information. When you do that, you stand the chance of ignoring additional information provided by the customer. Its like having one half of the pieces to a puzzle.

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How to avoid jumping to conclusions Avoid interrupting the caller. When you interrupt, you arent listening. If youre doing the talking, you wont learn about the members needs. Let the member finish what they start to say. If they pause to take a breath or collect their thoughts, dont presume that theyre finished. Give feedback that youre listening! In any conversation, its important to let the other know youre listening and keeping up with whats being said. Its especially important when listening on the telephone, because you cannot give visual signals such a nod or raised eyebrow as you can in a face to face conversation. The way to let the member know you are listening is to give them verbal feedback. What is verbal feedback? Its a variety of short responses that let the caller know youre listening and paying attention. Some might include expressions like: Alright I understand Im making note of that now If you dont give verbal feedback your caller may think that you are not interested in the call or that their call is not important to you. What to avoid when giving verbal feedback: Using the same phrase over and over again. Giving mechanical feedback that sounds routine and insincere.

Module 4 - The PresentationLesson 1 - What is a Feature?Module Description This module is designed to educate service center advisors to identify and describe the features of a product or service. Module Objectives Upon the completion of this module, service center advisors will be able to: Identify the features of a product or service on every call

Describe the features of a product or service to a member on every call


Closing the Call


Presentation 4



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S t e p 1

Opening 2 the Call

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Features It is important for consumers to understand what they are purchasing. To be able to move to the next step in the sales process, you must be able to provide members with a detailed description of the products and services that we sell. Explaining features gives you great leverage in moving the sales process along. So, what exactly is a feature? Features can be defined as a description of your product or service; a starting point. A feature is a _______________________________________. Some examples are:

A washing machine with many features spin cycle, front load versus top load, etc.) A computer with many featuresflat screen monitor, CD burner, scanner, etc.)

(extra

(17

A store with various services(open 24 hours, drive-up window, ATM machine, etc.)

Features will tell a member what your products or services can do, but not how members benefit from them. Features alone will not sell.

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Lesson 2 - What is a Benefit?Module Description This module is designed to educate service center advisors to identify and describe the benefits of a product or service.

Module Objectives Upon the completion of this module, service center advisors will be able to:

Identify the appropriate benefits of a feature on every call. Describe the appropriate benefits of a feature on every call.


Closing the Call


Presentation 4



S t Gathering e p Opening the Call 2 S t e p 1

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You are driving along on the open road with no planned destination is mind. After a few hours of enjoying the breeze in your hair you decide, I want to go to Vegas!! However, you realize, you have no idea where you are or how to get to Vegas. You pull over at the first diner you see to get some directions and figure out your next move. Of course, your current journey is not leading to Vegas; however, you are on the journey leading to sales success. But before you can reach your destination your sales goals, you must plan. A plan is your roadmap for success. Trying to achieve sales success without a plan is like taking a cross-country road trip without a map - attempting to get somewhere with no direction. A plan takes you from where you are to where you want to go. So, where are you on this journey? After asking all the necessary fact-finding and probing questions youre pretty certain of the members needs. Now you are at the step in the process where you present the offers and plans that will make sense to the member. Youve learned that a feature is a factual statement about a product or service. A feature is what the product or service is. But features arent what entice members to buy. Thats where benefits come in! Never give a feature without a benefit. A benefit is the value or importance of that feature. A benefit is what the product or service does. A benefit explains to members what the feature can do for them.

People dont buy products or services for what they are they buy them for what they do.NOTES

Lets go back to examples of the features previously listed and look at how they benefit the member.

A washing machine with many features (extra spin cycle, front load versus top load, etc.) Benefit of front load vs. top load: This configuration will allow the member to install the machine in a place in their home that is too small to open from the top. A computer with many features (17 flat screen monitor, CD burner, scanner, etc.) Benefit of a CD Burner: This will provide the ability to store large amounts of information on a disk instead of on the hard drive, store photos and videos, etc. A store with various services (open 24 hours, drive-up window, ATM machine, etc.) Benefit of Open 24 Hours: This will provide the ability to shop whenever it is convenient.

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Benefits ActivityIndividual Activity Below is a list of the Features of Interval Internationals products and services. List at least three benefits of each feature.

FEATURE

BENEFIT

Vacation Protection Plan

Getaways

Hotel, Dining, Leisure Discounts

Gold Concierge

WorldPoints Visa

Lesson 4 Organizing the PlanModule Description This module is designed to teach service center employees how to organize a plan that makes the most sense based on the information gathered during the interview process. Module Objectives Upon completion of this module, service center advisors will be able to:

Organize a plan that makes sense to a member on every sales call


Closing the Call


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The Presentation Great presenters all share one quality the ability to communicate effectively. The good news is that presenting is a skill - and like any other skill it can be developed. It is very important that sales presentations are top quality, memorable and effective.

QualityThe information you deliver should be complete, accurate, well organized and professionally presented. The quality of your sales presentation will often determine whether a member buys from you or someone else.

MemorableWhen your presentation is enthusiastic and interactive, the member is more likely to remember it as a positive experience. Delivering a memorable sales presentation will ensure repeat business, whether the call results in a transaction or not.

EffectiveA presentation is effective when it keeps the member engaged and clearly answers the members question of Whats in it for me? Your presentation must show the member that buying the product or service you are offering will benefit him or her. The focus of your presentation must be on communicating the benefits of Interval Internationals products or services based on your members requirements. Members will be more open to suggestions and willing to accept alternate vacation destinations as long as they are convinced that what you are offering is the best fit for their requirements.

NOTES

The sales presentation is your opportunity to present the key benefits of your products and services. It is how well you organize your plan and how effectively you communicate the value that will decide whether they will move forward in the sales process. Here are a few critical components of a well-organized plan: Have a Clear Objective Begin your presentation by clearly communicating your objective. Your objective should always be centered on meeting your members needs and adding value. Get to the point and be brief.

Meet the Members NeedsWhat we really want to do is come up make sense to the member so that they use our products and services. Instead of getting we assume the person needs, were better plan around what the person does need. with a plan that will actually decide to distracted by what off building our

Our goal is to develop a plan to convince members to use our products or services because it MAKES SENSE, and the only way to build a plan that MAKES SENSE for your member is for you to find out exactly what theyre tying to do! To do that, you have to gather information about the member, by using the DO-based questions discussed earlier in the Information Gathering chapter.

Focus on BenefitsBenefits are more effective selling tools than features. Remember that a benefit explains to the member what the do for them. feature can

A benefit statement equals a value statement. Value statements provide the information necessary for members to see how they will benefit from the product or service that you are offering.

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Be Prepared to ListenListen and take careful notes. Since you do not have the benefit of seeing the members nonverbal signals when selling over the telephone, (i.e., facial expressions, body language, etc.) you must rely on the nonverbal clues. Listening to your members tone of voice, emphasis, pace and diction can help indicate how the member is responding to your presentation. Listen not only to what they say, but to how they say it or what they do not say it. Do they sound: a)Interested or disinterested? b)Relaxed or anxious? c)Formal or friendly? Be sure to focus on what your member is saying and not on what you will say next. Confirm your comprehension of what the member is saying by paraphrasing for agreement.

Objections During the PresentationWhile its easy to think of objections as negative and unpleasant events, they are really opportunities. Objections provide an opportunity to learn about things that are a concern to the member. An objection might be a smokescreen that is hiding another concern.

Practice the PresentationIts a show! Your presentation should aim at capturing your members imagination and attention. And as with any show or production, rehearsals are required. Rehearse and review your presentation until it becomes a natural conversation. Take the time to practice until the presentation flows with ease and confidence.

Presentation Preparation How can you get rave reviews and results before you open your mouth? Eighty percent of being creative and being able to engage people in a presentation depends upon adequate preparation. Preparation allows you to create some structure in your presentation, so that it flows smoothly. Lack of structure in a presentation, can give the member the perception that you are unknowledgeable and not prepared for their call. You are the expert, so ensure that your presentation represents you as such. The most successful advisors realize that preparation is the real key to an outstanding presentation. Theyre the ones who accept the six Ps of an effective presentation:

Proper preparation and practice prevent poor performance.

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Lesson 5 Present, Dont SellModule Description This module is designed to educate service center advisors how to present a plan that makes the most sense based on the information gathered during the interview process and using 'do' questions.

Module Objectives Upon the completion of this module, service center advisors will be able to:

Present a plan that makes sense to a member on every sales call.


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Preparation assures you that youll be able to deliver an effective presentation - and thats your goalto develop and deliver a presentation that gets results.

Youve gathered information, built member rapport, asked all the right questions, researched and found the best plan now its time to tie it all together. Its showtime!

If your information gathering was completed thoroughly, the plan you present should make sense to your member; it shouldnt be a hard sell. In fact, the best sales presentation you can make is to not try and sell a member, but to clearly present information and then make it easy for the member to say yes or no. After all, no one really likes to be sold, but most people appreciate being given information that will help them make the right choice.

This may be the most important component of increasing your sales success so its worth repeating. Dont try to sell. Just present the information in a clear and concise manner that informs and educates the member.

NOTES

Here are a few tips for presenting a plan that will result in a sale: Make the presentation relevant. One of the most common mistakes salespeople make is using a generic presentation. This is where you say the same thing call, after call, after call such as the same renewal pitch hoping something you say will appeal to the member. Every presentation must be customized to fit the specific member youre speaking with. Create a connection between the product or service and your member. The most important part of a winning presentation is that it meets your members unique needs and objectives that were identified during the qualifying portion of the sales process. This is where benefits come in. Remember, people dont buy products and services (features), they buy the things those products and services will do for them (benefits)! Your presentation must clearly answer your members question - WIIFM Whats in it for me? Focus on the benefits as they relate to the members objectives, clearly outlining how the benefits are related to the members objectives. Be sure to begin with the most important benefits and continue in descending order of importance, including only pertinent benefits.

Get to the point.Know what the key points are and learn how to make them quickly. By rambling on, you could lose your members interest and ultimately lose the sale.

Be animated.Present the information with enthusiasm and energy. Use your voice effectively and vary your modulation. A common mistake made when talking about a product you are familiar with is to speak in a monotone causing the member to quickly lose interest.

Believe in the products and services you are presenting.If you cant get excited about the products and services you are offering, how can you expect members to become motivated enough to buy? Without doubt, this is the most critical component of any presentation. Your voice should contain extra excitement, fervor, intensity, something emotional that convinces the member that you really believe in what you are saying.

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Present, Dont Sell The recommendation you make to a member is a professional suggestion about the products or services they should purchase. Your recommendation is based upon:

What you know about the customer from probing for needs. Your knowledge of the products / services that you sell. Your judgment about which products or services would completely satisfy themembers true needs. Your ability to personalize the benefits of each products or service.

It is important to help the member make the best choice. No one likes to be sold. Simply present the information in a clear and concise manner.

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Module 5 ObjectionsLesson 1 Responding to ObjectionsModule Description This module is designed to educate service center advisors on how to properly respond to objections given during the sales call. Module Objectives Upon the completion of this module service center advisors will be able to: Identify the causes of member resistance Describe the process to use to overcome resistance


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Youre in a department store. Youre walking down the aisle. Youre looking at merchandise. Youre considering making a purchase. All of a sudden, a salesperson comes up to you and asks, Can I help you? How do you respond? Most of us respond quickly and instinctively by saying, No, no. Im just looking. So what happens next? The salesperson turns around and walks away. But before the person vanishes, we often reconsider and say, Oh, wait a minute. There is that one thing. Where are the sneakers? Lets do a little exercise now. Put a check mark by each of the following initial responses that you personally have heard from members you speak with.

Response Im happy now Im not interested How much is it? (Direct Question) Ive already got it. I have no time. I have no money. We once had a problem with your company. We dont need it.

Did these responses sound familiar to you? Of course they did. Can you guess why? Every salesperson gets the same list of so-called objections. What does this tell us? It tells us that the responses we hear are not as valid as they seem. During almost every sales contact, the member will express some resistance or voice an objection. The objection actually represents an opportunity for you to sell. It is also an indicator of customer interest or a request for more information. Youll need to overcome this resistance or answer the members objection satisfactorily in order to increase the members comfort level with your presentation. The member must reach that comfort level before youll be able to make the sale. Lets talk about the three major negative responses. The first negative response is one we call Happy Now. Salespeople get this quite a lot over the phone. The response can take many forms, but it tends to sound like this:

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We are happy now all set Were happy with just renewing our membership yearly.Responding to Happy Now You should respond to a Happy Now objection by showing the member how what you are offering is a complement/match/fit for their needs. For example: You, know, other members told us exactly the same thing before they saw how Interval Gold could complement what they were already doing.13 The second negative response is Not Interested. This one has a great many variations. Here are some of them:

We have no reason to renew right now. That vacation is not in the plan. Weve had a bad experience with you in the past. I have no time to deal with this. I have no money.All of these are examples of different versions of the Not Interested: negative response. Responding to Not Interested You should respond to a Not Interested objection by showing the member how what you are offering can benefit their needs. For example: You know, other members told me exactly the same thing before they saw how multiple year renewals could benefit them by decreasing their membership fees.14 The third negative response is The Direct Question. This negative response will take the form of a question like, Ok, how much does it cost?

Responding to The Direct Question Dealing with Direct Question objections, you must be sure to address the members question. You should immediately answer and then pose a question of your own. Most of the direct questions you hear come up call after call after call, so you can be prepared with a well thought out answer and a question to ask the member.

13 14

Schiffman, S. (2003). Telesales. Massachusetts: Adams Media Corporation. Schiffman, S. (2003). Telesales. Massachusetts: Adams Media Corporation.

For example: Well, Mr. Member, our five year combo is XXXXX. So that youre not affected by possible price increases, Im just curios, what it is about the five year combo that concerns you.15

15

Schiffman, S. (2003). Telesales. Massachusetts: Adams Media Corporation.

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Lesson 2 The LedgeModule Description This module is designed to educate service center advisors on the concept of a ledge question and how to incorporate it into their sales process. Module Objectives Upon the completion of this module service center advisors will be able to: Define a ledge question Formulate a proper ledge question on every sales call to respond to objections


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Create a Ledge by Asking a Question!

Remember, once you give an answer, you have the right to ask your own question! Do not pause for even an instant before asking that question. Regain control of the conversation by asking a question of your own about what the member does in some area that you feel that you can eventually improve. When you hear a Direct Question response, turn it around with a Ledge by briefly answering the question and immediately posing a question of your own. The question you ask should be a do-based question, which will increase your likelihood of having a good, extended conversation.16

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Schiffman, S. (2003). Telesales. Massachusetts: Adams Media Corporation.

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Module 6 - Closing the SaleLesson 1 Closing the SaleModule Description This module is designed to educate service center advisors on closing a sales call. Module Objectives Upon the completion of this module the service center advisor will be able to:

Define a closing question Demonstrate, while speaking with a member, a closing question on everysales call.


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Pick up buying signals listen to what the customer is saying. Focus on the things to which the customer is responding positively. Ask for the sale Make sure the member accepts the plan or offer that you have outlined. Listen You cannot hear if youre not listening. You can also identify what is preventing the member from saying yes. What is closing actually?

Asking for the sale Summarizing and bringing the conversation to a successful closeWhy do people have difficulty closing?

They dont believe in the product or service They are afraid of rejection They are unable to build agreement They perceive any hesitation or frustration as a negative response They have difficulty handling objectionsExample of buying signals the member:

Agrees with you Shows genuine interest Asks, How much does it cost? Asks, How soon will I receive the confirmation? Member becomes more attentive or enthusiastic You note a positive change in the members tone of voice Member seeks reassurance I think thats a nice resort, dont you? Silence can also be a buying signal. The member has no more questions or concernsand is thinking about making a decision.

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Ask for the sale For many people, asking is the most difficult part of selling because of fear of rejection or other emotional reason. When it comes to closing, salespeople even begin to make excuses that let the customer off the hook. For example, I dont want to pressure you. Assume the sale The assumptive close sounds as if you already have the members business -- its a conclusion that the member will agree to buy from you now! Building rapport early in the call is a requirement for this type of sales close. Phrase your statements about the product or service as if the member has already agreed to purchase. Examples:

Your total, including the optional Vacation Protection Plan is $203.00. Would you liketo place this confirmation on your World Points VISA card? This resort and week is exactly what you asked for. May I verify your email address for delivery of your confirmation? Its clear that Interval Gold is the perfect package for your needs. Why dont you let me take care of the details for you? As you can see, the five-year combination renewal provides the best value. Do you wish to use your World Points VISA card to pay for this? Since youre waiting for a mountain location with almost guaranteed snow in February, and I have found for you a two bedroom unit, sleeping six, at a beautiful ski resort, shall I confirm this for you? Do you intend to sight-see in Rome for at least five days? Then, youll probably want me to confirm the one-bedroom unit, wont you? Often a choice of options provides you with a sale. The member decides which ONE to select, rather than IF to buy right now. Limiting choices to two or three is less confusing to your member than a choice of four or more options. Example:

Weve

looked at a number of resorts that meet your travel wishes. Theyre all excellent choices. Which one do you believe is right for your vacation? Suggest Urgency Indicate that the member face some risk if they fail to act today. For example; This unit may not be available if you call back later. Offer Alternatives

If the member refuses your initial offer, present them with an alternative. Re-position your offer/ benefit/ probe and assume the sale. Listen and Respond Let the member tell you what he or she thinks about the offer. Once you ask for the sale, the call will typically take on of the following paths:

The member agrees to buy. The member objects. In this case, you should manage the objection. Use the processwe covered in Chapter 5 Objections.

Then assume the sale!If the member asks a question, you should answer their question and clarify the information. Then assume the sale! Once your member agrees to buy recap and make sure that your customer knows what they agreed to buy. You do this by summarizing what you spoke about. Make sure the member feels good about their purchase. Compliment the member on their decision. Additional keys to successful Closing are: Your product knowledge The relationship you have established with your member Your creativity Your attitude Your sincere desire to assist your member Your persistence Your preparedness Being Positive Being Enthusiastic Some final words about closing the sale: Always attempt to close the sale as soon as you recognize a buying signal. Dont oversell you could lose your member and the sale. Once the member agrees to your offer, STOP SELLING! If you continue to sell after you close, you can talk yourself right out of the sale. Once of the most common mistakes made by sales professionals is talking past the close. The biggest danger in doing this is it can actually create a problem by bringing up a new topic of concern to the member that has not been discussed before!

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Lesson 2 Call Wrap-UpModule Description This module is designed to educate service center advisors how to effectively summarize, recap and conclude a sales call. Module Objectives Upon the completion of this module the service center advisor will be able to:

Describe the elements of concluding the sales call Identify productive techniques to decrease caller fall -out


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This is everyones favorite part of the sale. The member has said yes, youve made the sale. Its at this place in the process where you summarize for the member everything thats been agreed to and you verify the information. While many of us think of this as the easiest part of making the sale, we can be lulled into a sense of false security. If we do not care for this part of the process well, we could lose the sale at this critical point in the call or the member may change their mind later on. Call Wrap-up Process 1.Always end every call on a positive note. 2.Maintain call control. 3.Know when to stop selling. 4.Recap the particulars of the call. 5.Conclude the call. Once your member agrees to purchase, it is your job to make sure the member knows what they have agreed to. You do this by summarizing, which includes verifying all the required information. You must recap:

Verify the name, address and e-mail information Confirm the transaction Recap all fees Thank the member for calling Interval International

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Telesales Manual - Travel (July 2008)[1][1]

Documents

Transcript of Telesales Manual - Travel (July 2008)[1][1]